Process Specialist, Supplier Service Hub

The role of STP-Supplier Service Hub Team Lead involves working closely within the Service desk team and being responsible for data analytics and quality management of the process. The main requirement is to collaborate with Data and STP teams to uphold quality across all aspects of the Service desk. Requests and queries are received from different users, including Suppliers and Diageo users, covering various sub-processes, regions, and languages, adding complexity to the market scenario. This position plays a crucial role in the PTP team and requires effective partnership skills. The primary purpose of this role is to review queries and responses to maintain quality standards. Ensuring that resolutions are accurate in the first instance and that customer experience is excellent are key objectives. Key Accountabilities: - Conduct audits of SSH queries and responses according to the set quality framework. - Track and report quality scores. - Collaborate with teams to resolve errors, provide feedback, and implement controls to prevent recurrence. - Resolve L2 issues related to complex and critical queries. - Ensure timely resolution of escalated open issues. - Produce issue reports, conduct Root Cause Analysis (RCA), and provide feedback to teams. - Analyze customer feedback survey results and develop action plans. - Facilitate knowledge management and process training for team members. - Provide regular updates related to DTP. - Communicate with vendors/Diageo Users via calls to resolve complex queries. - Conduct ad hoc analyses. - Demonstrate a holistic understanding of how the area of responsibility integrates with and impacts other teams/organizations. Qualifications and Experience Required: - University graduate with a degree in BCom, BBA, BBM. - Hands-on experience in working with Excel, invoice processing, or transactions. - Essential knowledge of SAP. - Experience in service desk operations is advantageous. Essential Skills: - Proficient in communication and articulation. - Ability to collaborate effectively with teams. - Understanding of accounting principles. This is a regular worker type role based in Gurugram with a job posting start date of 2024-09-16.,